Customer Service Manager
Resume:
Vincent Brown
Email: *********@********.***
Address: ***** ******* ****** *****
City: Charlotte
State: NC
Zip: 28213
Country: USA
Phone: 980-***-****
Skill Level: Management
Salary Range: $85,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Vincent A. Brown, CCTM
11029 Wyndham Pointe Dr.
Charlotte, NC 28213
Dear Human Resource Director:
This letter is to formally inform your organization of my career interest in opportunities in Executive/Senior Level career positions nationwide.
In my most recent position, I was thoroughly engaged in every facet of the agencyaiis operation (Bus, Rail, and Safety). As the AGM, I was afforded the opportunity at the senior management level to work with every facet of the Charlotte Area Transit system due to our client diversity. I have enjoyed a track record of success because of my strong leadership ability, visionary approach, strategic and tactical planning, and community (particularly the business community) visibility.
Within the Charlotte Region and the state of North Carolina, I am known and respected for my leadership, fairness, and bold decision making. I am the go to person on policies, procedures, information technology, human resources, revenue operations, procurement, and financial management. Throughout my career, I have brought projects in on time and under budget and have implemented many cost saving initiatives. I have been a key member of negotiating teams with regard to negotiating collective bargaining agreements with the UTA and Teamsters. My experience in fiscal management has been expanding revenues and controlling cost through both conventional and non conventional methods.
Because of my reputation as an outstanding communicator, leader, motivator, and consensus builder, in 2008, the Office of the Mayor of Charlotte appointed me to chair the very competitive passenger vehicle for hire board. In 2010 the Chair of the Board of County Commissioners appointed me to chair the Mecklenburg County Transportation advisory Board. I have served in various leadership and task team roles based my ability to successfully facilitate and create positive change and results. I am currently working as a member of the 2012 Democratic National Convention transit team as well as a community advocate for this event. I served as a member of the CATS management team that helped open Charlotteaiis first light rail system with very successful bus and Para transit integration. In 2008, I served as a member of newly elected Governoraiis Beverly Perdue Transportation Transition team.
My knowledge and understanding of economic development issues and distinct ability to clearly articulate the benefits of a multimodal, great land use and public/private based transit system would be another valuable asset to First Transit. My senior management experience within bus and light rail in Charlotte would make me the ideal match for available management positions. My track record also includes a strong history of delivering safe, effective, efficient and marketable services. I have the stamina, the energy, the track record of success, and the passion to see the VIA on its successful path.
I have productive relationships around the country and the local community that would bode well for First Transit. They include the President Obama Administration, the American Public Transportation Association (APTA), Federal Transit Administration (FTA), the North Carolina State House and Senate, the Charlotte Chamber of Commerce, Community Transportation Association of America and The North Carolina Public Transportation Association and Community Transportation Association of America (CTAA).
During my 24-year transportation/transit career, I rose, ahead of my peers, as I have always positioned myself to lead for results and success. I will strongly excel as an outstanding Deputy CEO and strongly complement the existing visionary leadership at First Transit.
I believe that my reputation in the industry, the community and my current agency is a disciplined, result oriented, and consensus-building professional will send a powerful and positive message to all stakeholders. I hope that I am given a chance to discuss career opportunity with First Transit.
I have also attached my resume for your review. Donaiit hesitate to contact me if you have questions.
Warm Regards,
Vincent Brown, CCTM
VINCENT A. BROWN, CCTM
11029 Wyndham Pointe Dr.
Charlotte, NC 28213
*********@********.***
STRATEGIC, INNOVATIVE, DYNAMIC, TRANSPORTATION EXECUTIVE
Expertise in all facets of General Transportation Management
ii Insightful and Collaborative Board Interaction
ii Successfully Building and Managing Both Internal and External Relationships
ii Extensive Experience in Creating and Cultivating Customer-Focused Organizations
ii Operational Expertise in Financial Management, Planning
ii Technical contract and procurement experience FTA, DOT and Local government
ii Balancing Employee/Labor Relations, Community Relations, and Government Relations
Recognized as a Visionary Leader, Communicator, and Motivator with History of Unrelenting Success
Professional Experience
Innovative Mobility Solutions, Charlotte NC (May 2012 aiiPresent)
Transit Consultant
ii Grant preparation aii New Freedom, JARC, Elderly Disabled, Urban 5307 and5309
ii Mobility Management Charlotte Regional Nine Counties aii Individual Projects
ii Charlotte Taxi and Transportation projects and proposals
ii Individual private consulting
ii Consulting Project with NCDOT (Transit, Transportation, DBE, MWBE, etc.)
CHARLOTTE AREA TRANSIT SYSTEM, Charlotte, NC (January 2004 aii May 2012)
Assistant General Manager
ii Safety and maintenance administration of 95 revenue serviceaiis buses and vans (budget forecasting, service level performance, procurement forecasting, cost forecasting, specifications, driver safety and client intervention)
ii Human Resource oversight for 106 administrative, driver, dispatch, manager and supervisory personnel.
ii Technology oversight and training on MDC, AVL and Routing software. Intermediary with vendor, CATS IT and operational staff.
ii Grants administration review regarding future funding opportunities and system requirements and future expansion
ii Fiscal responsibility regarding grants, vendor contracts, procurement preparation, bid preparation and related fiscal forecasting
ii Administrative responsibility regarding customer service and resolution to internal CATS, City, County and outside agencies, organizations and citizens. Service planning, forecasting, data analysis
ii Internal representative regarding other CAT Services, as well as service impacts to ADA division. Community liaison representing ADA clients or referrals to other modes or planning within CATS, City of Charlotte, Mecklenburg County, outside agencies and citizens.
ii Fixed route bus department knowledge and experience (hot routes, run paddles, ADA, trippers, circulators, special event planning and service, bus rail integration)
ii Fixed guide way knowledge and experience (ROCC, Catenaries, platform types, hot rail, train coupling, rail trippers)
ii Safety and security administration of facilities, vehicles, clients and personnel
ii Operational direct budgetary responsibility in excess $7 million and indirectly, departmental budget of $90 million. Fiscal contract preparation for City Council, finance, NCDOT and procurement; multiple vendor contracts and budget forecasting.
ii Coordinate with County, other city departments, counties, elected officials and citizens to maximize service delivery
ii FTA facilitation of ADA compliance and Triennial review responsibility
ii 2009-2012 Training chair on collaboration with the North Carolina Association of County Commissioners
ii 2002-2009 Status of Seniors Project, Board of County Commissioners aii Steering Committee
ii National League of City Host Ambassador aii Charlotte Convention
ii CATS-City of Charlotte Emergency Management Planning Team
ii 2012 Democratic National Convention (DNC) transportation planning team (CMPD, Fire, FBI, County, Red Cross, state police)
ii Special and large event planning and execution team (NASCAR races, large conventions, professional sporting events, etc.)
ii Agency facilitator relating to service level issues
ii CATaiis intermodal planning team relating to bus, rail and van pool.
ii FTA Drug and Alcohol Administrator relating to Special Transportation Services
ii CATS/STS Training coordinator
ii CATS/STS representative regarding projects with other City of Charlotte Key Business Units
ii Met with North Carolina elected House and Senatorial representatives regarding support on transit projects affecting North Carolina including Charlotte Blue Line and Blue Line extension
ii Have met with previous two FTA Administrators discussing funding challenges on new starts, capital infrastructure, capital replacement and the direct correlation to new employment opportunities and maintain existing ones
ii Business Interaction, public meeting and presentation experience with Charlotte City Council, Metropolitan Transit Commission and other City of Charlotte Key Business Senior Executives
ii Frequent business interaction with FTA, NCDOT, local, state and national elected delegations
ii Extensive public/Private sector business partnerships and Joint Ventures
ii Collective Bargaining knowledge and experience
MECKLENBURG TRANSPORTATION SYSTEM, Charlotte, NC (1999 aii 2004)
General Manager
ii Safety Administration for overall operations and training
ii Personnel Management of 48 employees (30 drivers, 4 supervisors, 2 dispatchers, 11 scheduling/administrative and 1 contract administrator)
ii Contract negotiation and compliance of 16 contracted private vendors (163 vehicles). Fleet responsibility for 41 county owned paratransit vehicles. Responsible for oversight of unit procurement and review
ii Budget responsibility in excess of $6.8 million. Preparation and submission of federal and state grants. Social and demographic data analysis on target populations. Fiscal contract preparation for County Commission, finance, NCDOT and procurement; multiple vendor contracts and budget forecasting.
ii Management oversight of transportation system producing over 460,000 trips annually. Professional liaison on behalf of MTS in dealing with private sector, government agencies, human services organizations and elected officials. Monitor, review and federal, state program guidelines. Prepares federal and state grants. Media Relations regarding program and services
ii Working to instill a mindset of aiiGood to Greataii with individual employees, the management team and all
Partner relationships by focusing on all actions as investments in CATSaiiS future success
ii Effectively Negotiated Deal with Greyhound to provide kneeling buses in the Charlotte Market as well as discounted rates for MTS Veteran and Medicaid Passengers traveling to Salisbury, Chapel Hill, Durham and Fayetteville. This action decreased cost to these facilities by 70% of conventional cab travel
ii Managed circulator fixed route and deviated fixed routes with integrated service to local public transit fixed route provider
ii Business Interaction, public meetings and Presentation experience with the Mecklenburg County Board of County Commissioners, NCDOT and other County Key Business Senior Executives
ii Frequent business interaction with FTA, NCDOT, local, state and national elected delegations
ii Extensive public/Private sector business partnerships and Joint Ventures including multimodal travel
HERTZ CORPORATION, Charlotte, NC (1990-1994/1997-1999)
Operations Manager- Rental Car Division
ii Location Safety Manager for Greensboro, NC operation. Responsible for all company, state and OSHA compliance issues
ii Daily shift management of service attendants, customer service representatives and office personnel
ii Service Oriented Selling training for all rental service representatives. Planning, budget, profit and loss accountability
ii Responsible for meeting daily operational goals in vehicles, customer service, profit and training
ii Collaborative meetings with union leadership and members to foster effectively resolving outstanding arbitration issues and seeking proactive resolutions prior to negotiations
ii Developed a process for succession planning across the entire organization, starting at the senior management level with the intention of cascading the process throughout the organization
RYDER INTEGRATED LOGISTICS, Jacksonville, FL (1995-1997)
General Manager - General Motors Service Parts/Logistics Operation
ii Operations and Strategic Management of auto parts delivery
ii Responsible for profit and loss of RIL''s second oldest company operation ($10.2 million annually)
ii Budget, fiscal management, contract negotiations, cost control recommendations with customer General Motors
ii Fleet maintenance, (51 pieces of equipment), vehicle procurement and specifications
ii Provided logistics solutions, routing structures, stop times, service quality, equipment and personnel utilization
ii Increased safety awareness, training and accountability for Ryder Integrated Logistics to operate for one year with 1 million miles. Responsible for compliance (DOT, EPA, and FTA), and staff programs to effectively reduce injury and accident. Instructed training in defensive driving, back injury, bloodborne pathogen, CPR, First Aid and the Smith System. Monitored company Drug and Alcohol Substance Awareness and Testing Program
ii Company business liaison with General Motor''s management and 279 dealerships in state of Florida
ii Labor Union management and collective bargaining agreement oversight
ii Human resource responsibility of 37 drivers, 2 admin personnel
ii Improved communication with Ryder employees by holding employee forum meetings, sending broadcast emails, creating a sense of openness and aiitransparencyaii to decrease the level of uncertainty while at the same time increasing overall productivity and employee engagement. Collective Bargaining expertise
ii Met with union leadership to partner in effectively resolving 99 outstanding arbitration matters
ROADWAY EXPRESS, Alexandria, VA (1987-1990)
Logistics Supervisor - LTL Freight Operations
ii Supervision and management of inbound dock workers. Dispatch supervisor for (28) P&D drivers per day delivering over 700 shipments per day. Operating Revenues of $53 million annually
ii Safety training (Right to Know, Loading techniques, Back Safety, defensive driving)
ii Profit and Loss of daily operational hours and customer service delivery
ii Freight coordination with breakbulk terminal and other satellite operations
ii Logistics and Load Factor Management
ii Profit and Loss financial management (Union Labor, assets, customer products)
ii Labor Bargaining agreement and human resource management expertise
ii Company facilitator in Quality Management and Team Organizational Change
ii Product quality and product issue facilitation
ii Personnel and Asset Process management
Computer Experience
Machines: IBM PC/Compaq/DELL; Programs: DOS, Windows, And Microsoft Office
Education
ii North Carolina State University, BA - Business Management Raleigh, North Carolina - 1987
ii Masters Business Administration, American Public University, December 2012
ii Penn State University, Continuing Education aii Transportation 2000
ii Quantitative, Productivity, Safety and Supervisory Management, 40 CTU
ii Charlotte Chamber of Commerce aii Lead 2001 Graduate
ii NC State University, Continuing Education aii Transportation Leadership Program 2002
ii Certified Community Transit Manager aii Community Transportation of America Association
ii Governoraiis Transportation Transition Team aii 2009
ii North Carolina Public Transportation Leadership Development 2002
ii Charlotte City Manageraiis Inaugural Leadership Development aii Class of 2009
ii Certified Travel Trainer aii Project Action/Easter Seals 2009
Appointments/Affiliations
ii County Manager Appointment to the Mecklenburg County Safety Review Board Member,
ii Elected (3 term) NC Public Transportation Association Board Member by statewide membership body
ii Immediate Past Chair - City of Charlotte Vehicle for Hire Board Chair (Mayoral appointment 2008)
ii Former President and Vice President aii North Carolina Chapter, Conference of Minority Transportation Officials
ii Immediate Past Chair of the Mecklenburg Transportation System Advisory Board ( Board of County Commission Chair appointment 2009)
ii Past Vice President of the North Carolina Public Transportation Association
ii Immediate Past Treasurer of the NC Conference of Minority Transportation officials
ii American Public Transportation Association Bus Operations Committee
ii Current NC state delegate for the Community Transportation Association
ii Previous and Current service on various local and NCDOTTask Force Teams. NCPTA and CATS Legislative Committee regarding local, state and federal issues, grants and compliance
Additional Training
Total Quality Management JIT, Inventory Deployment and Logistics
OSHA and the Law National Safety Defensive Driver Trainer
Advanced Supervisory and Leadership Tactics and Fair Employment Practices
Bargaining Agreements aiiHow to maintain a non-union environmentaii
Coordinated Mobility aii NTI Fiscal Management and Planning, FTA
Para transit Eligibility aii NTI Transit Explosive Incident Mgmt, USDOT
Continuity of Operations aii FEMA National Incident Mgmt aii FEMA
Incident Command aii FEMA Bus Collision Investigation aii USDOT
Transit Bus System Safety aii USDOT Emergency Response aii NCDOT
Effectively Managing Transit Emergencies aii USDOT Procurement Management - NTI
OSHA Compliance aii USDOT Transit System Safety aii USDOT
Institute for Transit Coordination aii CTAA Transit Industrial Safety aii USDOT
Media Relations aii City of Charlotte Leadership 2009 aii City of Charlotte
Drug and Alcohol Compliance - FTA Workplace Violence - NTI
Para Transit Manager Certification aii Easter Seals Managing Information aii NTI
Transit Planning Livable communities -2007 Reasonable Suspicion - USDOT
References Available Upon Request
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